Politique de remboursement

We have a 14-day return policy, which means you have 14 business days after receiving your item to request a return and you have 14 business days after the delivery date to ship the item back.

To be eligible for a return, your item must be in the same condition that you received it, unused, without damage and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@artistile-ceramic.ca. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

For any return question contact us at info@artistile-ceramic.ca and remember: we are on your side to resolve any potential issue.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

*If your order was delivered already damaged (please provide us photos as a proof)- don't hesitate to contact us. We will send you another product of the same model free of charge.

*If your order was delivered on time, but it is missing some parts or items, please contact us, we will send you the missing parts or items free of charge.

*If your order wasn't delivered and you are not able to track it with your tracking number, we will contact the delivery service to resolve the issue. If the problem cannot be resolved, ArtisTile Ceramic will offer to send you another product of the same model free of charge or, if it doesn't suit you (ex.: too late for personalized greeting card etc.), we can offer you a full refund.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). If the item was custom-made to your order (personalized gift, personalized greeting card etc.), we are unable to accept returns, exchanges or refunds if you have changed your mind after your order was already processed.

 Please check meticulously that your address is accurate when making your order. If after making the order you found that the provided address is not accurate, please contact us as soon as possible (preferably within 1-2 days after making your order). Once your order is already shipped, we can't accept responsibility for this kind of mistake.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or Credit Card Company to process and post the refund too.